Job description
this is a unique opportunity to take on a leadership role and drive strategic change within the contact centre. As an avp - global contact center change lead, you will be responsible for ensuring business optimization as it relates to the contact center voice platforms.
key responsibilities include:
* conceiving, developing and producing effective transformation within the contact centre.
* developing and executing the contact center transformation strategy aligned with organizational goals.
* defining a roadmap for digital adoption (ai, chatbots, voice bots, ivr modernization, workforce optimization).
the ideal candidate will have excellent leadership and project management skills, with a strong understanding of contact centre and digital technologies. They will also possess excellent interpersonal skills and be able to bring the organization/teams along with them on this journey.
requirements
* good understanding of contact centre and digital technologies.
* experience in project management, agile methods etc.
* strategic thinking with execution focus.
* strong leadership and team collaboration.
* ability to manage multiple priorities in a fast-paced environment.
* passion for customer experience and digital innovation.
* experience of customer journey mapping, optimisation, and an eye for continuous improvement.
* ability to set clear strategic direction, aligned with markets, propositions, channels and functions.
* strong interpersonal skills and ability to bring the organization/teams along with us on this journey.
* ability to drive agile change and innovation with respect to costs, revenue, and service.
* understands how to navigate the matrix and drive integration opportunities.
* strong understanding of culture and experience positively driving culture.
* knowledge and experience of conversational ai considered a benefit.
* master/bachelor's degree in technology discipline or related field preferred.
benefits
candidates who are eligible to work locally and do not require relocation will be prioritized due to the urgent hiring need.
we offer a comprehensive paid leave package at the forefront in mexico, including wedding, family care, and bereavement leave.
our culture of well-being, balance, and care makes us proud.
hsbc is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count.
we encourage applications from all suitably qualified persons irrespective of gender, genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc.